IT Strategy

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1 IT Strategy V3.2 August 2013

2 Contents Part I Context Drivers Workplace Strategy Benefits of the Strategy

3 Contents Part II Business Strategy Strategic Themes: Strong Line of Business Applications Everyone Working Smarter A Skilled Workforce Enabling Delivery of Customer Service Strategies Enabling Information Sharing Excellent Technical Infrastructure Flexible User Environment Excellent Service to Users What We Expect the Future to Look Like

4 Contents Part III Technical Strategy Principle Components Applications End User Devices Data Centre Access & Authentication Management Converged Network Integrated Telephony Timetable

5 Part I Context What is the environment in which we are delivering the strategy?

6 Context - drivers Property Strategy IT Strategy Workforce Strategy

7 Context - A Strategy for the Workplace IT Strategy Workforce Strategy Workplace Strategy

8 Context - A Strategy for the Workplace Working with councils on emerging Workplace/Workforce Strategies (Smarter Business, Project Angel, New Ways of Working) Designing user environment and solutions to support this

9 Benefits of the strategy Better council service user experience Increased staff productivity Better tools to deliver results Fast, reliable, widespread access to network resources Reduced office footprint Lower cost Reduced bureaucracy and less duplication

10 Part II - Business Strategy Where can IT help the businesses achieve their objectives

11 Strategic Theme 1 Strong Line of Business Applications Support for a portfolio of Business Applications (social care, learning, revenues and benefits, highways assets and street works etc.) Strong Enterprise Resource Planning (ERP) offering (Oracle and Agresso) Challenge, debate and planning to realise the benefits of the applications pool. System availability and disaster recovery

12 Strategic Theme 2 Everyone Working Smarter Flexible access to systems from council and partner sites, and the field Rationalisation and exploitation of information sources Record once, on the spot Streamlined support services Reduce visit numbers, travelling and multiple data entry

13 Strategic Theme 3 A Skilled Workforce Supporting Workforce Development & Learning Enabling change

14 Strategic Theme 4 Enabling Delivery of Customer Services Strategy Enhancing customer experience Channel shift Web Telephony Social Media Identifying options for shared platforms and experience.

15 Strategic Theme 5 Enabling Information Sharing Access to and communication between systems Integrating information sources with partners, Health etc Promotion of information Open Government, accountability, the Information Society Support of communities of interest Maintaining data security Align IT Security with councils policies

16 Strategic Theme 6 Excellent Technical Infrastructure Data Centre services Public Services Network (PSN) connectivity High capacity networks enabling value-added services Presence management services, converging voice, calendar and messaging Wireless Collaboration platforms Windows 7 Office 2010 and beyond

17 Strategic Theme 7 Flexible User Environment Network connected desktops Laptops Tablets Specialist data capture devices Bring Your Own Device Secure browser-based access

18 Strategic Theme 8 Excellent IT Service Keeping the lights on Disaster recovery & Business Continuity Planning Implementation Project and change management Trusted advisor Strategic partner Challenge and the art of the possible Ability to flex with council size and format.

19 What will the future look like..? Interactive infrastructure supporting Customer Service Strategies LGSS Private Cloud delivering reliable, resilient services Converged, enabling, partnership-wide voice and data network Converged , voice, messaging and calendar Better use of less accommodation Wireless Variety of end user devices Tools matched to roles Collaboration tools to support diverse teams A workforce skilled and supported for change

20 Part III - Technical Strategy How will LGSS deliver?

21 Principles The strength of LGSS is that we offer choice of Line of Business (LoB) systems, while delivering efficiencies through convergence of infrastructure and universal applications. Service users will, with support from LGSS, determine their own LoB systems, and user practice. LGSS will identify and promote convergence and economies of scale in the use of LoB systems and end user devices. LGSS will, on behalf of stakeholders, deliver a programme of convergence and consolidation of back-end infrastructure, networks and universal applications.

22 Systems determination Line of Business Systems Children and Adult social care, learning, highways assets and street works Users decide with LGSS support System Integration Enterprise wide and Shared Services systems Collaboration Apps (e.g. SharePoint), Web tools & platforms, ERP, CRM, EDRMS, Rev & Bens, Pensions Admin, Legal Services... System Integration Infrastructure Networks, data centre, telephony, , architecture, office automation, access controls & security, archiving and DR.. LGSS promotes common solutions & provides required Systems Integration and technical support LGSS decides on behalf of all users

23 Applications Customer Specific Line of Business Applications Northamptonshire LGSS Shared Services Cambridgeshire Other councils Oracle ERP Enterprise ICT Services Other shared applications Agresso ERP Norwich City Council Northampton BC

24 Applications Recommendations 1. Convergence of universal applications: MS Exchange, SharePoint, EDRM, ERP, Service Desk, middleware 2. Common catalogue of desktop applications 3. Analyse plans for LoB procurement; identify convergence opportunities Benefits Customer choice Sharing best practice Attractive to potential new joiners to the service Cost Savings Shared applications Licensing deals

25 Common End User Device Strategy Fixed Role Desktop PC Customer facing role Specific software Universal Role Any office Work from home Mobile telephony Field Role Access from anywhere Mobile telephony and computing Meeting space User Managed Desktop PC Thin Client Laptop Tablet Smartphone Application Specific Device Northamptonshire Specific Presentation Citrix Published Desktop (e.g. Windows 2008+) Common infrastructure and management capability VDI (e.g. Citrix Xen Desktop) Cambridgeshire Specific Presentation Secure Filestore (e.g., NetApp) Borough Specific Presentations Application Publishing (e.g.app V) User Virtualisation (e.g. AppSense) BYOD OCS etc Specific Presentations Mobile Device Management LGSS Managed Multi-Tenant Shared server and storage infrastructure Private Cloud

26 Common End User Device Strategy Recommendations 1. Hybrid desktop strategy with converged back-end 2. Fixed and mobile devices, including BYOD, with access to all systems 3. Merge existing desktop projects (Windows 7, Office) 4. Single application packaging, Mobile Device Management, Citrix environment 5. Ubiquitous wireless 6. Identify worker types with users and match to toolkit Benefits Builds on existing investment Supports mobile and flexible working styles Supports Bring your Own model for mobile devices and laptops/desktops Cost Savings Convergence of desktop infrastructure lifecycle management functions

27 Common Infrastructure Strategy Separate Physical/Virtual networks for each customer Northamptonshire Cambridgeshire Norwich Northampton Servers Servers Servers Servers AD AD AD AD Multi-Tenant Shared server and storage infrastructure Private Cloud

28 Main Datacentre Northamptonshire CC Servers NCC LGSS Other NBC Combined Storage Pool

29 Main Datacentre Cambridgeshire CC Servers CCC LGSS Other Norwich Combined Storage Pool

30 Common Infrastructure Strategy Main Data Centre (NCC) Main Data Centre (CCC) Local Data rooms for resilience as required

31 Common Infrastructure Strategy Recommendation 1. Unified data centre strategy, using CCC site, plus secondary/dr site 2. Convergence of server and storage refresh projects 3. Creation of a reference data centre architecture and design Benefits Provides a solution to the closure of Angel Street Provides a platform to add new customers Cost Savings Enables convergence of server infrastructure lifecycle management Reduces ongoing and refresh project costs by using a standardised shared infrastructure (private cloud)

32 Access & Authentication Management Interconnected domains: Council.gov.uk LGSS.org Northamptonshire Cambridgeshire Norwich Northampton Inter-forest trusts for various purposes Multiple Forest Model LGSS Forest Foundation for shared IT

33 Access & Authentication Management Recommendation 1. Complete LGSS Legal case management proof of concept 2. Establish LGSS and service user forests 3. Build shared services in this domain according to established priorities. Benefits Platform to reduce costs by building shared services Retains organisational integrity and security for customers Provides LGSS with domain Provides LGSS with a platform to support its own desktop login. Easy to add and remove user groups

34 Converged Network Smaller office & Mobile Main Data Centre (NCC) Main Data Centre (CCC) Data WiFi Voice CPSN/NPSN partners Major Offices Multi Agency Data WiFi Voice Govt., Health etc. Public Services Network (PSN) Internet Access Video

35 Converged Network Recommendations 1. Procure network service for NCC in a way which establishes a PSN compliant, multi-agency cloud service 2. Wireless 3. Review value added services:, multi-tenancy occupancy, federated sites. Benefits Underpins the rest of the IT Strategy: voice, data centre, multiple forests, application sharing, end user device flexibility. Enables multi-agency occupancy of buildings Enables flexible working styles Cost Savings Enables convergence of network management functions

36 Integrated personal communications Soft Phones, and messaging Main Data Centres (Central telephony switches) NCC CCC Fixed/Mobile Integration Room based Video conferencing Backup Data Centre (Resilience for telephony Switch) Converged IP network Standard IP Handsets PSTN External Calls Exchange Wireless IP handsets (e.g. Smartphone apps)

37 Integrated personal communications Recommendation 1. Determine convergence plan for Voice Over IP (VOIP) 2. Feasibility study and outline business case for consolidated VOIP telephony solution 3. Compare with Cloud solution 4. Deliver Unified Communications pilot with users Benefits Supports mobile and flexible working styles Reduces call costs Cost Savings Enables convergence of network management & support functions

38 Flexible Service to meet changes in organisation size and format

39 Flexible Service to meet changes in organisation size and format Recommendation 1. Infrastructure and licensing to allow flex in user numbers and types. (Contracts that can be reduced to reflect fewer users; server capacity that can be reduced as well as expanded). 2. Future ICT costs split into a fixed charge to cover the infrastructure costs (e.g. power, data centre, servers, network) and a much smaller per user charge which will vary dependent on the type and number of users. This will move ICT towards a utility pricing model similar to a gas or electric bill: the less you use the less you pay.

40 And for LGSS? Think as One, Deliver as One Single domain for LGSS staff LGSS Desktop, intranet, Cross-site directory Collaboration tools project management, team sites etc. Business Systems legal, service desk A structure to match users requirements: support; development; professional advice Business Continuity and Disaster Recovery plan

41 Illustrative Timescales

42 Converged private cloud datacentre Network convergence VoIP telephony convergence Integration of mobile and VoIP telephony Presence management Converged SAN and virtual server environment Ubiquitous wireless Desktop rationalisation Review of MS Vs Open Source Mobile access to line of business systems Standard SharePoint collaborative working toolkit Corporate tablet (ipad) service BYOD LGSS domain services Application rationalisation across service users

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